Sr Associate / Manager – Customer Excellence & Medical Solution (German)
Eli Lilly
- Cork
- Permanent
- Full-time
- Provide a timely, professional and quality response to medical/pharmaceutical inquiries from customer (e.g. healthcare professionals, patients).
- Align to the standards and with a focus on customer experience (CX).
- Document all customer interactions (including enquiries, Product Complaints and Adverse Events) in the appropriate computer systems, following the appropriate business procedures to ensure regulatory compliance.
- Digital Solution specifics:
- Ensure immediate notification of Affiliate Responsible Complaint Person/ Affiliate Responsible Quality Person where applicable as per local process.
- Process Replacement and Retrieval of specific products using the agreed processes with the relevant Vendors.
- are meaningful and relevant to customers
- enables informed and balanced treatment decisions that enhance patient care
- advances the quality and transparency of Lilly research.
- Handle calls requesting product information from HCPs and other customers.
- Handle customers’ queries by providing balanced, accurate and non-promotional information in a courteous, professional manner with predefined answers/resources.
- Identify queries containing either adverse events or product quality complaints, handle and document these in accordance with the appropriate operating procedures.
- Accurately record all medical and pharmaceutical communication transactions into the appropriate database. Documentation is to be concise, thorough, and accurate in accordance with Good Documentation Practices.
- Support the organisation with the maintenance of the knowledge database.
- Facilitate fulfilment of customers’ requests.
- Escalate all enquiries without predefined answers according to defined processes.
- Utilize computer technology to handle high call volumes.
- Ensure optimal customer satisfaction.
- Share most effective methods and practices with colleagues to satisfy customer needs and provide input/feedback to continuously improve daily processes.
- Maintain and enhance Lilly product and organizational knowledge.
- Support organizational changes and demonstrate flexibility in providing coverage and/or availability for the front line via scheduling adjustments for unexpected absences, events, or call volume variances.
- Participate in internal and external educational opportunities relevant to the function or customer service environment. Attend team meetings regularly.
- Response to Crisis/Red Flag calls and refer to staff until resolution.
- Specific to Digital Solution responsibilities:
- Follow the local complaint procedure for complaint management.
- Escalate critical product complaints to the Local Quality Representative & the Local Responsible Complaint Person at Marketing Affiliates as per local process.
- Integrate compliance into daily activities.
- Comply with any corrective and preventive actions.
- Cooperate with investigations, monitoring and audits.
- Ensure adverse event and product complaints are processed within timelines and procedures.
- Identify and build strong partnerships with key internal stakeholders, relevant to responsibilities and area of expertise.
- Liaise with partners to support business operations (e.g. systems expertise/training).
- Specific to Digital Solution responsibilities:
- Maintain a good business relationship with the Regional Centre to manage complaints.
- Maintain relationships and communication with Local/Global Patient Safety.
- Delivery & Operational Excellence
- Ensure team deliver services that meet customers’ needs (internal and external), with a focus on excellent customer experience and goals.
- Ensure readiness to support the successful EU launch of new products/indications.
- Ensuring optimization and improvement where required.
- Monitor and report on a regular basis on self-monitoring to ensure quality standards in MI request handling.
- Develop and maintain content.
- People and Culture
- Fulfil people management responsibilities including recruitment, performance management and training including individual development plans.
- Mentor and coach team members and other functions/roles, nurturing an environment where they can excel through encouragement and empowerment.
- Optimizing cross-functional collaboration and teamwork.
- Create a culture of empowered decision making, shared learning, risk taking and lean operations.
- Participate in cross-functional succession planning and talent development.
- Partnership and Outreach
- Maintain effective partnerships with relevant business partners to leverage the team's expertise to appropriately support strategic objectives and initiatives.
- Bachelor’s degree, diploma, medical or pharmaceutical technical assistant or equivalent in health care, natural sciences, pharmacy, nutritional specialists or a related discipline, or relevant equivalent business experience. Business experience such as medical sales representative will also be considered.
- Educational/work background in a health care, medical affairs, clinical development, scientific or medical communications field to understand national health care systems and organizational hierarchies.
- Fluent English and Native-level German is required for this role.
- Excellent active listening skills with effective verbal skills to respond to customers with a rational and empathetic manner.
- Excellent written skills to succinctly, accurately and objectively respond to customers queries.
- Able to respond flexibly and empathetically to customer needs, managing their expectations effectively.
- Proactive, analytical and pragmatic approach to problem solving.
- Able to work under pressure, juggling short deadlines, multiple priorities and concern for maintaining standards.
- Good time management skills.
- Effective prioritization showing ability to be flexible whilst meeting customer needs and managing their expectations.
- Proficient computer skills.
- Knowledge of customer center or medical information operational experience.
- Project management experience would be an advantage.